Customer experience options in a graphically interactive voice response system

ABSTRACT

The graphical programming call router features a rich library of powerful and easy-to-use components that administrators can use to seamlessly drop in contact center actions such as data dips, complex interactive voice responses (“IVRs”) and call recordings, among many others. This makes it easy to visualize the exact structure and outcome of any call flow. The graphical programming call router also offers granular queue management functionality so you can get specific around call prioritization, wait time and time-based actions on virtual queues.

CROSS REFERENCE TO RELATED APPLICATIONS

None.

STATEMENT REGARDING FEDERALLY SPONSORED RESEARCH

None.

FIELD

This disclosure relates to programming and set-up techniques forinteractive voice response systems featuring an automated attendant in acall center environment.

BACKGROUND

Large businesses often have extremely busy telephone systems, some ofwhich merit a corporate call center to receive incoming calls fromcustomers and clients. Computer systems have been used for decades tomanage the call center environments, and virtual attendants have beendeveloped to triage calls as they come into the call center. Theproblems that call centers currently incur center largely aroundflexibility and enacting changes to the call center call routing systemson the fly.

Today, contact centers are primarily on-premise software solutions. Thisrequires an enterprise to make a substantial investment in hardware,installation and regular maintenance of such solutions. Using on-premisesoftware, agents and supervisors are stationed in an on-site callcenter. In addition, a dedicated IT staff is required because on-sitesoftware may be too complicated for supervisors and agents to handle ontheir own. Another drawback of on-premise solutions is that suchsolutions cannot be easily enhanced to include capabilities to that meetthe current demands of technology. Thus, there is a need for a solutionto enhance legacy on-premise solutions to provide an easy path for suchsolutions to address the ever changing technology advancements andchannels by which customers interact with contact centers.

A need currently exists in the field of virtual telephone systems, callcenters, and interactive voice response systems to set up callprogramming and call routing to agents within an organization.

BRIEF SUMMARY

A method using computerized networks to route call data and other kindsof incoming communications data to a customer agent includes presenting,on a computerized display, a series of drop-down menus indicatingoptions for transmitting incoming call data within an organization andadding, to the computerized display, a graphical indication of aselected option from the series of drop down menus.

BRIEF DESCRIPTION OF THE DRAWINGS

The accompanying drawings, which are in and constitute a part of thisspecification, illustrate certain examples of the present disclosure andtogether with the description, serve to explain, without limitation, theprinciples of the disclosure. Like numbers represent the same element(s)throughout the figures.

The components in the drawings are not necessarily to scale relative toeach other. Like reference numerals designate corresponding partsthroughout the several views.

FIG. 1 illustrates an example environment;

FIG. 2 illustrates aspects of workforce management (WFM) solutionswithin the context of the environment of FIG. 1;

FIG. 3 illustrates aspects of workforce optimization (WFO) solutionswithin the context of the environment of FIG. 1;

FIG. 4 illustrates example implementations of automated voice responsesystems programmed as set forth in the present disclosure;

FIG. 5 illustrates example implementations of automated voice responsesystems programmed as set forth in the present disclosure;

FIG. 6 illustrates example implementations of automated voice responsesystems programmed as set forth in the present disclosure;

FIG. 7 illustrates example implementations of automated voice responsesystems programmed as set forth in the present disclosure;

FIG. 8 illustrates example implementations of automated voice responsesystems programmed as set forth in the present disclosure;

FIG. 9 illustrates example implementations of automated voice responsesystems

FIG. 10 illustrates an example computing device.

FIG. 11 is a schematic representation of a networked call center routingprogram with visual routing components and drop down menu options asdisclosed herein.

FIG. 12 is a schematic representation of a networked call center routingprogram with visual routing components and drop down menu options asdisclosed herein.

FIG. 13 is a schematic representation of a networked call center routingprogram with visual routing components and drop down menu options asdisclosed herein.

FIG. 14 is a schematic representation of a networked call center routingprogram with visual routing components and drop down menu options asdisclosed herein.

FIG. 15 is a schematic representation of a networked call center routingprogram with visual routing components and drop down menu options asdisclosed herein.

FIG. 16 is a schematic representation of a networked call center routingprogram with visual routing components and drop down menu options asdisclosed herein.

FIG. 17 is a schematic representation of a networked call center routingprogram with visual routing components and drop down menu options asdisclosed herein.

FIG. 18 is a schematic representation of a networked call center routingprogram with visual routing components and drop down menu options asdisclosed herein.

FIG. 19 is a schematic representation of a networked call center routingprogram with visual routing components and drop down menu options asdisclosed herein.

FIG. 20 is a schematic representation of a networked call center routingprogram with visual routing components and drop down menu options asdisclosed herein.

FIG. 21 is a schematic representation of a networked call center routingprogram with visual routing components and drop down menu options asdisclosed herein.

FIG. 22 is a schematic representation of a networked call center routingprogram with visual routing components and drop down menu options asdisclosed herein.

FIG. 23A is a schematic representation of a networked call centerrouting program in block diagram as disclosed herein.

FIG. 23B is a schematic representation of a networked call centerrouting program with visual routing components and drop down menuoptions as disclosed herein.

FIG. 24 is a schematic representation of a networked call center routingprogram with visual routing components and drop down menu options asdisclosed herein.

FIG. 25 is a schematic representation of a networked call center routingprogram with visual routing components and drop down menu options asdisclosed herein.

FIG. 26 is a schematic representation of a networked call center routingprogram with visual routing components and drop down menu options asdisclosed herein.

FIG. 27 is a schematic representation of a networked call center routingprogram with visual routing components and drop down menu options asdisclosed herein.

FIG. 28 is a schematic representation of a networked call center routingprogram with visual routing components and drop down menu options asdisclosed herein.

FIG. 29 is a schematic representation of a networked call center routingprogram with visual routing components and drop down menu options asdisclosed herein.

FIG. 30 is a schematic representation of a networked call center routingprogram with visual routing components and drop down menu options asdisclosed herein.

FIG. 31 is a schematic representation of a networked call center routingprogram with visual routing components and drop down menu options asdisclosed herein.

FIG. 32 is a schematic representation of a networked call center routingprogram with visual routing components and drop down menu options asdisclosed herein.

FIG. 33 is a schematic representation of a networked call center routingprogram with vi FIG. 11 is a schematic representation of a networkedcall center routing program with visual routing components and drop downmenu options as disclosed herein.

FIG. 34 is a schematic representation of a networked call center routingprogram with visual routing components and drop down menu options asdisclosed herein.

FIG. 35 is a schematic representation of a networked call center routingprogram with visual routing components and drop down menu options asdisclosed herein.

FIG. 36 is a schematic representation of a networked call center routingprogram with visual routing components and drop down menu options asdisclosed herein.

FIG. 37 is a schematic representation of a networked call center routingprogram with visual routing components and drop down menu options asdisclosed herein.

FIG. 38 is a schematic representation of a networked call center routingprogram with visual routing components and drop down menu options asdisclosed herein.

FIG. 39 is a schematic representation of a networked call center routingprogram with visual routing components and drop down menu options asdisclosed herein.

FIG. 40 is a schematic representation of a networked call center routingprogram with visual routing components and drop down menu options asdisclosed herein.

FIG. 41 is a schematic representation of a networked call center routingprogram with visual routing components and drop down menu options asdisclosed herein.

FIG. 42 is a schematic representation of a networked call center routingprogram with visual routing components and drop down menu options asdisclosed herein.

FIG. 43 is a schematic representation of a networked call center routingprogram with visual routing components and drop down menu options asdisclosed herein.

FIG. 44 is a schematic representation of a networked call center routingprogram with visual routing components and drop down menu options asdisclosed herein.

FIG. 45 is a schematic representation of a networked call center routingprogram with visual routing components and drop down menu options asdisclosed herein.

FIG. 46 is a schematic representation of a networked call center routingprogram with visual routing components and drop down menu options asdisclosed herein.

FIG. 47 is a schematic representation of a networked call center routingprogram with visual routing components and drop down menu options asdisclosed herein.

FIG. 48 is a schematic representation of the efficiency for variousalgorithms used to authenticate data updates at any one of the primarycomputer, member computers, or verifier party computers as disclosedherein.

DETAILED DESCRIPTION

The following description of the disclosure is provided as an enablingteaching of the disclosure in its best, currently known embodiment(s).To this end, those skilled in the relevant art will recognize andappreciate that many changes can be made to the various embodiments ofthe embodiments described herein, while still obtaining the beneficialresults of the present disclosure. It will also be apparent that some ofthe desired benefits of the present disclosure can be obtained byselecting some of the features of the present disclosure withoututilizing other features. Accordingly, those who work in the art willrecognize that many modifications and adaptations to the presentdisclosure are possible and can even be desirable in certaincircumstances and are a part of the present disclosure. Thus, thefollowing description is provided as illustrative of the principles ofthe present disclosure and not in limitation thereof.

Terminology

Unless defined otherwise, all technical and scientific terms used hereinhave the same meaning as commonly understood to one of ordinary skill inthe art to which this disclosure belongs.

As used in the specification and claims, the singular form “a,” “an,”and “the” include plural references unless the context clearly dictatesotherwise. For example, the term “an agent” includes a plurality ofagents, including mixtures thereof.

As used herein, the terms “can,” “may,” “optionally,” “can optionally,”and “may optionally” are used interchangeably and are meant to includecases in which the condition occurs as well as cases in which thecondition does not occur. Thus, for example, the statement that aformulation “may include an excipient” is meant to include cases inwhich the formulation includes an excipient as well as cases in whichthe formulation does not include an excipient.

Ranges can be expressed herein as from “about” one particular value,and/or to “about” another particular value. When such a range isexpressed, another embodiment includes from the one particular valueand/or to the other particular value. Similarly, when values areexpressed as approximations, by use of the antecedent “about,” it willbe understood that the particular value forms another embodiment. Itwill be further understood that the endpoints of each of the ranges aresignificant both in relation to the other endpoint, and independently ofthe other endpoint. It is also understood that there are a number ofvalues disclosed herein, and that each value is also herein disclosed as“about” that particular value in addition to the value itself. Forexample, if the value “10” is disclosed, then “about 10” is alsodisclosed.

Publications cited herein are hereby specifically by reference in theirentireties and at least for the material for which they are cited.

This disclosure relates generally to telecommunication systems by whichcertain incoming telecommunications data arrive at an organization forprocessing, and the incoming telecommunications data are analyzed foraction in a computerized, software driven environment such as a callcenter utilizing automated virtual attendants, interactive voiceresponse systems, and the like, along with routing protocols directingcertain data to human agents or human computer operators. In particular,incoming telecommunications data may be traditional voice data, voiceover internet protocol (VOIP) data, chat or messaging data, keyboard ortouch screen entries, text-to-speech and speech-to-text data, and thelike. The incoming telecommunications data may be generally referred toas respective “calls” coming into a system, but the term “call” is notlimited to any particular source, content, protocol, or format. Theterms “call” and “call data,” as used herein, is non-limiting and onlyused as a convenient expression to denote incoming telecommunicationsdata, bi-directional telecommunications data, and outputtelecommunications data of all kinds and with respect to anorganization's telecommunications processing system, such as but notlimited to a call center.

In some embodiments, this disclosure is directed to not only processingthe call data but also pre-planning the manner in which call data ishandled. Historically, many call center software operations areprogrammed by a vendor to map out call “flow” routes across and amonghardware devices and/or call agents, both live and virtual, who handlethe incoming call data. The call agents are responsible to ensure thatappropriate output data is transmitted back to a caller and that thecaller is properly engaged in the most appropriate manner in the fastesttime. The call flow planning, therefore, is critical to call centersuccess rates. In some embodiments of this disclosure, the call flowplanning, implementation, and updating can be successfully achieved by aclient organization as opposed to a vendor because this disclosureimplements a graphical programming system for call flow planning thatcan be utilized by a purchasing organization in-house. The embodimentsdescribed herein allow for numerous employees of an organization,managing incoming and outgoing telecommunications data, to haveauthorized access to a call flow management system within anorganization so that changes and updates do not have to be implementedby only the vendor who sells the system. Instead, as shown in thefigures and described below, user-friendly drop-down menus implement andsupplement a graphical representation of the call flow that an iterativeselection of parameters has implemented. The graphical representationallows the user to see how a flow is currently working, click on linksand decision tools, and access user friendly selection tools forchanges.

Unless defined otherwise, all technical and scientific terms used hereinhave the same meaning as commonly understood by one of ordinary skill inthe art. Methods and materials similar or equivalent to those describedherein can be used in the practice or testing of the present disclosure.While implementations will be described within a cloud-based contactcenter, it will become evident to those skilled in the art that theimplementations are not limited thereto.

The present disclosure is generally directed to a cloud-based contactcenter solution. With the rise of cloud-based computing, contact centersthat take advantage of this infrastructure are able to quickly add newfeatures and channels. Cloud-based contact centers improve the customerexperience by leveraging application programming interfaces (APIs) andsoftware development kits (SDKs) to allow the contact center to changein in response to an enterprise's needs. For example, communicationschannels may be easily added as the APIs and SDKs enable addingchannels, such as SMS/MMS, social media, web, etc. Cloud-based contactcenters provide a platform that enables frequent updates. Yet anotheradvantage of cloud-based contact centers is increased reliability, ascloud-based contact centers may be strategically and geographicallydistributed around the world to optimally route calls to reduce latencyand provide the highest quality experience. As such, customers areconnected to agents faster and more efficiently.

Example Cloud-Based Contact Center Architecture

FIG. 1 is an example system architecture 100, and illustrates examplecomponents, functional capabilities and optional modules that may beincluded in a cloud-based contact center infrastructure solution.Customers 110 interact with a contact center 150 using voice, email,text, and web interfaces in order to communicate with agent(s) 120through a network 130 and one or more of text or multimedia channels140. The agent(s) 120 may be remote from the contact center 150 andhandle communications with customers 110 on behalf of an enterprise. Theagent(s) 120 may utilize devices, such as but not limited to, workstations, desktop computers, laptops, telephones, a mobile smartphoneand/or a tablet. Similarly, customers 110 may communicate using aplurality of devices, including but not limited to, a telephone, amobile smartphone, a tablet, a laptop, a desktop computer, or other. Forexample, telephone communication may traverse networks such as a publicswitched telephone networks (PSTN), Voice over Internet Protocol (VoIP)telephony (via the Internet), a Wide Area Network (WAN) or a Large AreaNetwork. The network types are provided by way of example and are notintended to limit types of networks used for communications.

Agent(s) 120 and customers 110 may communicate with each other and withother services over the network 130. For example, a customer calling ontelephone handset may connect through the PSTN and terminate on aprivate branch exchange (PBX). A video call originating from a tabletmay connect through the network 130 terminate on the media server. Asmartphone may connect via the WAN and terminate on an interactive voiceresponse (IVR)/intelligent virtual agent (IVA) components. IVR areself-service voice tools that automate the handling of incoming andoutgoing calls. Advanced IVRs use speech recognition technology toenable customers to interact with them by speaking instead of pushingbuttons on their phones. IVR applications may be used to collect data,schedule callbacks and transfer calls to live agents. IVA systems aremore advanced and utilize artificial intelligence (AI), machine learning(ML), advanced speech technologies (e.g., natural language understanding(NLU)/natural language processing (NLP)/natural language generation(NLG)) to simulate live and unstructured cognitive conversations forvoice, text and digital interactions. In yet another example, Socialmedia, email, SMS/MMS, IM may communicate with their counterpart'sapplication (not shown) within the contact center 150.

The contact center 150 itself be in a single location or may becloud-based and distributed over a plurality of locations. The contactcenter 150 may include servers, databases, and other components. Inparticular, the contact center 150 may include, but is not limited to, arouting server, a SIP server, an outbound server, a reporting/dashboardserver, automated call distribution (ACD), a computer telephonyintegration server (CTI), an email server, an IM server, a socialserver, a SMS server, and one or more databases for routing, historicalinformation and campaigns.

The ACD is used by inbound, outbound and blended contact centers tomanage the flow of interactions by routing and queuing them to the mostappropriate agent. Within the CTI, software connects the ACD to aservicing application (e.g., customer service, CRM, sales, collections,etc.), and looks up or records information about the caller. CTI maydisplay a customer's account information on the agent desktop when aninteraction is delivered. Campaign management may be performed by anapplication to design, schedule, execute and manage outbound campaigns.Campaign management systems are also used to analyze campaigneffectiveness.

For inbound SIP messages, the routing server may use statistical datafrom reporting/dashboard information and a routing database to the routeSIP request message. A response may be sent to the media serverdirecting it to route the interaction to a target agent 120. The routingdatabase may include: customer relationship management (CRM) data; datapertaining to one or more social networks (including, but not limited tonetwork graphs capturing social relationships within relevant socialnetworks, or media updates made by members of relevant social networks);agent skills data; data extracted from third party data sourcesincluding cloud-based data sources such as CRM; or any other data thatmay be useful in making routing decisions.

The integration of real-time and non-real-time communication servicesmay be performed by unified communications (UC)/presence sever.Real-time communication services include Internet Protocol (IP)telephony, call control, instant messaging (IM)/chat, presenceinformation, real-time video and data sharing. Non-real-timeapplications include voicemail, email, SMS and fax services. Thecommunications services are delivered over a variety of communicationsdevices, including IP phones, personal computers (PCs), smartphones andtablets. Presence provides real-time status information about theavailability of each person in the network, as well as their preferredmethod of communication (e.g., phone, email, chat and video).

Recording applications may be used to capture and play back audio andscreen interactions between customers and agents. Recording systemsshould capture everything that happens during interactions and whatagents do on their desktops. Surveying tools may provide the ability tocreate and deploy post-interaction customer feedback surveys in voiceand digital channels. Typically, the IVR/IVA development environment isleveraged for survey development and deployment rules.Reporting/dashboards are tools used to track and manage the performanceof agents, teams, departments, systems and processes within the contactcenter. Reports are presented in narrative, graphical or tabularformats. Reports can be created on a historical or real-time basis,depending on the data collected by the contact center applications.Dashboards typically include widgets, gadgets, gauges, meters, switches,charts and graphs that allow role-based monitoring of agent, queue andcontact center performance. Unified messaging (UM) applications includevarious messaging and communications media (voicemail, email, SMS, fax,video, etc.) stored in a common repository and accessed by users viamultiple devices through a single unified interface.

The cloud-based contact center 150 may include a number of optionalcomponents to help improve the performance of agents and theirdepartments. For example, a Workforce Management (WFM) module may beprovided that forecasts and schedules the agents 120 to handleinteractions in each channel 140. Additional details of the WFM module200 are shown in FIG. 2. WFM suites address planning, staffing, resourcemanagement and real-time intraday challenges. WFM suites also includeworkflow automation functionality to reduce the administrative burdenassociated with managing common contact center activities, such asvacation, time-off or schedule changes, optimizing schedules and/orbreak periods, and overtime or early departure requests to addressreal-time variances to a plan.

WFM solutions 200 may also provide agents 120 with self-servicecapabilities such that agents 120 may create and manage their ownschedules and obtain insight into personal performance. FIG. 2 groupsthe WFM suite components by primary function, although many of theseoverlap. Group 202 includes omni-Channel Forecasting that enables usersto build forecasts for multiple contact center channels(inbound/outbound voice, email, chat, short message service (SMS),video, messaging, social media, etc.). Omni-channel forecasting accountschannel-specific interaction characteristics such as real-time ordeferred activities and the ability to simultaneously handle concurrentemail, chat, SMS interactions, etc. Different algorithms may be used togenerate forecasts for the various communication channels, based onhistorical transaction volume data (e.g., hour of the day, day of week,week of month and month of the year), shrinkage factors and seasonalchanges (holidays, marketing promotions, and cyclical events). Projectedfuture transaction volumes and demand, and a capability to simulateinteraction volumes and develop “what if’ scenarios may be included.Volume forecasts and staffing requirement forecasts may be generated.

Also in group 202 is Back-Office/Branch Forecasting, which providesforecasting capabilities to address the unique requirements ofback-office and branch environments. This includes forecast modelingtechniques and algorithms to calculate skill and staffing requirementsfor branch/location based on customer demand and traffic patterns,including the availability of pooled employee resources across multiplelocations. Multi-Skill Scheduling creates a timetable of blended agentactivities that balances forecasted demand against agent availability.Schedules are based on the skill mix and proficiency level of agents whohave been trained to perform various activities, support differentproducts, or have the ability to handle more than one communicationchannel.

Group 204 contains intra-day management tools that provide thecapability to gauge real-time service-level impacts and help determinethe actions required to ensure service levels are met on an ongoingbasis. Adaptive Real-Time Scheduling tools are self-learningapplications that use rules to automate the process of identifyingunanticipated changes in demand and finding and acquiring the resourcesto address the staffing overage or underage. This module may identifyvariances from plan, identify the skills and resources needed to handlethe re-forecasted volumes, and automate the process of addressing thevariances by interacting directly with employees, using self-servicetools to resolve the misalignment in real time. Real-Time Adherencetools capture and compare current agent activity and status data fromthe automatic call distributor (ACD) (in contact centers), or workallocation and management solutions (in back offices) to scheduleinformation. This comparison allows managers to recognize what agentsare doing relative to scheduled activities, and then address anydeviations from the plan. It enables managers to identify impacts onshrinkage, and determine if agents are not where they are supposed to beor doing what they are scheduled to do. Desktop Analytics (DA) providesinformation regard what employees do at their desktops by using anautomated and systemic approach to monitor, capture, structure, analyze,report and react to all staff desktop activity and process workflows. Ittracks employee activity, including detection of keystrokes, data entry,applications, screens and fields accessed, events, usage duration, andresulting actions. It measures application utilization, system responsetime, usage patterns, and performance metrics in order to monitorapplication usage and assess user efficiency, effectiveness, compliance,and external customer impact. DA modules may also provide real-timeguidance to employees, as the solution knows what is being done indesktop applications.

Group 204 includes administration modules such as dashboards the displayonline graphical presentations of real-time, near-real-time andhistorical WFM data. Dashboards should be flexible and customizable byusers, allowing them to modify the look and feel. Dashboards typicallyinclude widgets, gadgets, gauges, meters, switches, charts and graphsthat allow role-based monitoring of operational activity for allstakeholders (agents, managers, WFM administrators, etc.). Reportingautomates the gathering, organization and display of WFM-related data inorder to show management what is happening in the operation. Reportingmodules should deliver information interactively online, includingdrill-down and drill-through to underlying data, as well as in printeddocuments. Standard reports should consolidate information from all WFMmodules and provide different views of operational and agent performancedata in narrative, graphical or tabular formats. A flexible reportingmodule should make it easy for users to filter and view informationbased on employees, teams, time periods, channels, etc. Administrationprovides an environment for managing the parameters used to set up theapplication and to drive forecasting and scheduling; parameters includework rules, calendars, contact routing, schedules, scheduling rules,skill groups, interaction channel types (phone, chat, email, etc.),operating hours, etc. The environment should provide pre-built tools tofacilitate system access, user set-up, user identification and rights(privileges), password administration and security.

Group 206 includes agent self-service tools, such as a web-based and/ormobile-enabled interface into the WFM application that allows agents toinput preferences for time off or schedules (e.g., hours and days theywant to work), view vacation accruals, sign up for overtime assignmentsor voluntary time off, initiate full or partial shift swaps, requestschedule exceptions, and access other related information. Agentself-service modules allow agents see personal performance statistics tofacilitate self-management efforts and determine if they are meeting thegoals set by their manager. Alerts communicate real-time issues toagents, managers or administrators. Alerts can be based on user-definedthresholds to notify managers of out-of-adherence situations or extendedcontact durations, and inform agents of upcoming schedule or activitychanges via screen displays, pop-up messages, emails, texts andbroadcast messages. Mobility provides agents, managers, supervisors andadministrators with role-based access to WFM functionality on tablets,and iOS and Android mobile devices. Agents can also initiate or respondto schedule change requests, shift swaps, time-off and overtimerequests.

Within group 206, performance management tools use analytics to helpmanagers align their goals with those of the enterprise, and producesdashboards and scorecards that allow managers to monitor, track andimprove department and individual employee performance. Gamificationallows contact center, back-office and branch environments toincorporate gaming and behavioral modification science, methodology andtechniques systemically into business applications and processes.Gamification modules provide a recognition and reward framework tomotivate and enhance performance, productivity, employee retention,sales, etc. These modules are designed to drive sustainable performanceimprovements and provide recognition and/or awards for goal achievementwhile fostering healthy competition in operating departments.Vacation/Time-Off Management provides functionality for managingtime-off requests and accruals. eLearning/Meeting Management schedulesindividual or group training or meeting sessions. The solution utilizesuser-generated input, like the maximum and minimum number of staffallowed in the meeting, the venue, and the starting time and length ofthe session, to optimize the placement of events. Timekeeping/PayrollManagement provides functionality to automate the timekeeping process.Payroll management can be configured to interface with corporate humanresources (HR) or payroll systems, or work as a stand-alone module.

Group 208 includes long-term strategic planning tools that allowsmanagers to plan operational forecasts, budgets and schedules one ormore years into the future. A benefit of this functionality is theability to create and compare multiple “what if” scenarios and forecaststo enable users to evaluate and estimate financial and service-levelimpacts of potential changes, and be prepared to alter their forecastsand schedules appropriately to support the changing businessenvironment. Hiring Management manages the employee acquisition process.This includes forecasting the number of staff and the specific skillsets required, the optimal mix of shifts (full-time, part-time, flex)and when the training should commence, to accommodate the requiredramp-up period. Can also include the ability to integrate with HRsystems to create hiring plans based on optimal staffing profiles.AI-based hiring management solutions may also assist enterprises in thecandidate selection process, and analyze the quality of hires. WorkspaceAllocation automatically creates seating charts during the schedulingprocess. The module assigns workspaces to agents based on performance,seniority, queues, skills, teams, shifts or other user-designated input.It also inserts the seating assignment into agents' schedules, andallows supervisors to display and print the assignments.

FIG. 3 illustrates key components of a cloud-based contact center WFOsuite 300. The WFO suite 300 is a set of applications designed tocapture and analyze omni-channel interactions in order to optimizeperformance and promote customer and employee engagement, satisfactionand retention. WFO suites 300 are designed to help companies optimize,analyze and engage employees and customers. The WFO suites 300 leveragehistorical and real-time data to analyze customer behavior and theperformance of front-office, back-office and branch operations andemployees. The findings are used to identify the underlying cause ofissues, and provide the information needed to support data-drivendecisions and improvements to address the expectations, needs and wantsof customers, prospects and employees.

The component include, but are not limited to:

Recording (e.g., audio, screen and video recording for qualityassurance, regulatory or speech/text analytics), qualityassurance/quality management that determines how well agents adhere tointernal policies and procedures;

Quality management (QM)—evaluates how well each agent adheres to theinternal policies and procedures of the department. Contact centerperformance management (CCPM)—integrates data from multiple sources toproduce contact center reports and dashboards.

Workforce Management (WFM, as described above) for forecasting andscheduling agent staffing needs;

Coaching/eLearning—provides highly tactical and timely feedback and/orlearning content to agents to help them improve their performance.Gamification—provides a recognition and reward framework to improveperformance, productivity, employee retention, performance, sales, etc.;

Voice of the customer (VoC)/voice of the employee (VoE)/surveying toolsthat are omni-channel solutions that collect internal and externalfeedback, actively solicited and/or passively gathered from socialmedia, community platforms and online review sites;

Performance management tools that align contact center activities withenterprise goals (e.g., provides scorecards and dashboards to measurestaff, team and department performance, and provides the data, metricsand key performance indicators (KPls) needed to improve the contactcenter and enhance the customer experience);

Speech Analytics (e.g., post-call and real-time)—capture, structure andanalyze unstructured phone conversations to uncover the reasons whypeople call, and to identify new revenue opportunities and allows acompany to identify and address an issue while the caller is still onthe line.

Text Analytics—software used to extract information from unstructuredtext-based data such as emails, chats, SMS, social media, etc., in orderto structure it for further analysis or action;

Robotic process automation (RPA)—software that leverages A1, machinelearning, workflow and other technologies to automate the processing ofrepetitive tasks, initiate actions and communicate with other systems oremployees. RPA emulates the processes performed by human workers and canbe trained to adapt to changing conditions, anomalies and newsituations;

Customer relationship management (CRM)/servicing—provides a completeview of the customer relationship and their interaction history;

Desktop analytics (DA)—captures, tracks and analyzes everything thathappens on the agent desktop. Desktop analytics to provide visibility tomanagement by capturing, tracking and analyzing everything that happenson agents' desktops; text analytics that is used to extract informationfrom unstructured text-based interactions such as emails, chats, SMS,social media, etc., in order to structure it and use it to identify thereasons why people contact the organization;

Real-time guidance/next-best action (NBA)—tools designed to give agentsthe right information at the right time to deliver a personalizedexperience to each customer;

Gamification—allows contact centers and other departments to incorporategaming methods and techniques into business applications and processesto enhance and improve agent/staff performance, motivate and drive idealbehaviors, and provide recognition and awards for goal achievement;

Customer Journey Analytics—an agile method of capturing, aggregating,measuring and evaluating the full experience as customers/prospectstraverse an organization; provides the ability to reconstruct and assesswhat happens at every touch point, from inception to fulfillment, toevaluate the experience from the customer perspective;

Robotic process automation that is software to process transactions,manipulate data, trigger responses, initiate actions and communicatewith other digital systems to automate the completion of high-volume,repetitive and non-cognitive tasks; can be applied on an attended andunattended basis.

Thus, in the context of FIGS. 1-3, the present disclosure providesimprovements by enabling voice systems (e.g., the ACD) of traditionalon-premise solutions to use AI-infused, cloud-based contact centerapplications to boost agent productivity, operational agility, andcustomer experience. FIG. 4 illustrates the operation of a traditionalACD routing calls to legacy softphones a desktop computers. FIG. 5 showsa first example implementation according to the present disclosure. Inthis example, connection and routing components are placed in front ofthe PBX/ACD/IVR and SIP trunk calls into the existing infrastructure.The connection and routing component(s) may be Talkdesk Callbar 4400shown in FIG. 44, which enables agents to place and receive calls, aswell as set availability, mute or hold a call, transfer calls, initiatea call conference, merge or create new contacts, pulse call recording,add notes to a caller's activity history, and access the contact'sprofile page in an integration of choice. In the scenario of FIG. 5, theconnection and routing component(s) become the telephone and recordingsoftware for the enhanced legacy agent interface. FIG. 6 shows analternative first example implementation according to the presentdisclosure. In FIG. 6 there is a change to routing logic to performspecific routing to certain targets within a group (e.g., sales). InFIGS. 5-6, the connection and routing component(s) act as ACDextensions. In FIG. 6, the connection and routing component(s) offerrouting on, e.g., specific branches. In both FIGS. 5-6, the connectionand routing component(s) take advantage of Universal Device support, andmaintain the audio interface on the legacy phone devices. This offersthe option of gradually throwing away perfectly good “dumb phones.” FIG.7 shows another alternative first example implementation according tothe present disclosure. In FIG. 7, all routing logic is removed from theACD and all contact center traffic is routed by the connection androuting component(s). FIG. 8 shows a second example implementationaccording to the present disclosure. Here, the connection and routingcomponent(s) sit behind a SIP server. Here, the connection and routingcomponent(s) may be built into the SIP server in order to perform fullrouting to the enhanced legacy agent interface.

As shown in FIG. 9, the enhancements of the present disclosure are asuite of intelligent, AI-infused contact center applications built on amodern cloud-native communications platform that integrates seamlesslywith existing legacy ACD systems and accelerates digital transformation.The present disclosure provides contact centers with a contemporarysolution that instantly enhances agent productivity, operationalefficiency and agility, and customer experience.

The present disclosure enables enterprises to integrate their existingsystem and enjoy access to a constant stream of new features, as well asinternational expansion. Such new features include:

Enjoy AI and advanced cloud capabilities

Gain efficiencies with 40+ CRM and other system integrations

Realize benefits quickly and risk-free

The present disclosure will increase operational efficiency by equippingagents 120, supervisors, and customers with smart tools to advancecustomer support and make every contact valuable. The present disclosureemploys efficient tools to leverage and extend existing investments. Thepresent disclosure works with an enterprise's favorite apps and enablesa selection of a preferred agent desktop experience.

The present disclosure will empower agents 120 with mobile access andreal-time knowledge to deliver consistent customer experience excellenceover multiple touchpoints. The present disclosure will improve agents'engagement, increase CSAT/NPS, and achieve defined business goals,

FIG. 10 shows an exemplary computing environment in which exampleembodiments and aspects may be implemented. The computing systemenvironment is only one example of a suitable computing environment andis not intended to suggest any limitation as to the scope of use orfunctionality.

The graphical programming call router of this disclosure features aflow-based routing for handling incoming data streams that requireaction by either a live agent or a virtual, computer driven agent. Thereare several settings that are moved from the customer account orcustomer telephone number level to the call flow level, and some ofthese transfers may be automatic when the graphical call router has beenimplemented with intention.

Depending on how each call flow is configured, these are some of thesettings that may be managed by supervisors in a customer organizationwho need authority in the system to make adjustments “on-the-fly” forreal world conditions. The graphical programming call router describedherein is configured to identify an incoming call data source andprovide the following assignments that may be programmed in either acustomized or pre-set way:

Ring groups of the number;

Maximum number of agents to ring;

Maximum waiting time;

Interactive Voice Responses;

Holiday Hours;

Business Hours;

Greetings;

Recording enablement;

Time zones.

The remainder of this disclosure makes references to the figures asnoted. The figures illustrate example implementations that are providedto clarify the nature and the environment of the disclosure withoutlimiting the scope of the embodiments in any way. The graphicalprogramming call router of this disclosure has many options availablevia a user interface. In one non-limiting embodiment, once a “Create NewFlow” button is pressed an authorized user can start defining a new callflow 1100, 1300, 1700, 3600 and configuring each component 1105 as shownin FIG. 11 at 1110 and 1112 in drop down menus. The drop down menusallow for a programmer to make selections that can be seen directly in agraphical representation as shown in the call flow 1100. The graphicalrepresentations show the selected drop down options 1110, 1112 in acorresponding call flow route 1107 that connects components 1105 in thegraphical representation. In different embodiments described below, boththe components 1105 and the routes 1107 are active links that can directa user to more information or display information directly on thescreen.

Illustrated further in FIG. 12, each flow 1107 consists of a number ofbuilding blocks, called components 1200 (or steps), and are started byan interaction trigger 1210 selected in a drop down menu that isdisplayed simultaneously with the call flow route graph that defines theactions that the components will execute. For example, a “Play Audio”component provides the ability to receive an input text from a callcenter agent or operator or from a text channel of incoming call dataand transform it into voice in one of the available languages.

A user can also use a variable in a Play Audio component to play apersonalized greeting message for a caller e.g., one can configure thewaiting music that a customer listens to when they call you, so that theuser can be consistent in brand management, or take advantage of thetime customers are waiting to promote goods or services.

In another embodiment, the result of a data dip into companion softwareor database resources may be used to route “VIP” customers to anassignment component with a higher priority. The system of theseembodiments is also configured to implement a set of actions to betriggered during a flow execution according to time rules, or any otherconditions, to automate communications to be sent to customers during orafter a call, etc.

In an example embodiment, the graphical programming call router may beconfigured to manage time consuming steps that are necessary in incomingcommunications management, such as but not limited to the creation ofinteractive voice response greetings. The following steps areillustrative of how the system may be programmed to accomplish tasksthat formerly required extensive time commitments from IT professionalsand vendor service personnel. FIG. 13 shows a first initial selection ofstarting the instruction development process for a call flow andillustrates options to save the work 1310 for later return andcompletion or the option to publish the work 1320 for activating as alive route in a call center.

FIG. 14 illustrates the displayed results of example, non-limiting stepsused in creating interactive voice response (IVR) greetings as one ofmany components 1400 in a call flow of the figure. Although not shown inFIG. 14, some example steps to implement the instruction development ofFIG. 14 include:

-   -   Log in to the system account as an administrator.    -   Click the Admin section at the top of the page.    -   Select the Flows tab.    -   Click the Create New Flow button and type in a name and a brief        description of a new flow's main actions 1200, so one can easily        identify it when assigning phone numbers later on. The example        of FIGS. 13 and 14 is “Inbound EMEA” and used “Inbound support        flow for EMEA region” as the description.    -   Hit Create Flow.    -   Click the new My new IVR component.    -   Under the Preferences tab, make sure Text to Speech is selected        and on the Language of audio output drop-down menu select the        language to be used for the new greeting (we've selected        English, UK for ours).    -   Type in the message that the developer/programmer wants        customers to hear when they reach this IVR on the Text to speech        box (e.g. “Press 1 for sales, 2 for support.”) at 1435 and 1440        respectively    -   Press the Save button [1310] to create a new flow.        In the example of FIG. 14, the above described drop down menu        selections have created components 1410, 1420, 1430 to implement        flow routes 1435, 1440 so that when call data arrives such as        “hit 1 for sales and 2 for support” the computerized        instructions direct the call data to the correct department.

2. Assigning a Call

When assigning a call, a user can select from different parameters todetermine the best agent or group to answer the call:

-   -   “Agents” 1110A (the call can be assigned to one or multiple        specific agents).    -   “Ring Groups” 1110B (the call can be assigned to one or multiple        ring groups).    -   “Variables in the flow context” 1210 (the call can be assigned        to a list of agents defined via an interaction context        variable*). * Context collection: The embodiments described        herein allow the IVR to collect information that will qualify an        interaction save the information as context for a call. Context        can be objectively identifiable portions of incoming call data        (telephone numbers, IP addresses, circuit identification, call        channel, data format) and can include meta data that either the        user, a telecom service provider, or a call center adds to the        call data for more information delivery to either a human or        virtual agent.

For a simple example shown in FIG. 15, the figure illustrates thedisplayed results of assigning the calls that reach a supportinteractive voice response (IVR) menu option for a list of ring groupsbased on the following example steps (not shown in the FIG. 15):

-   -   Click the Support queue component 1540 and select its        Preferences tab (not shown).    -   Click the Ring Groups button (not shown) corresponding to the        displayed Assignment Parameters 1537.    -   Make sure the List of Ring Groups in the programming account        option is selected (not shown) and click the drop-down list (not        shown) corresponding to the displayed Assignment Parameters        1537.    -   Tick the box to select all ring groups (not shown), or select        the individual ring groups (not shown) to which you want the        calls to be routed to.    -   Save the changes.        As shown in the drop-down schematic of FIG. 15, in one        non-limiting embodiment, the user must now select how many        agents should be rung at a time, define the priority of calls to        support, define a maximum waiting time, and choose the music to        play to callers as they wait for a support agent to answer the        call.

Embodiments of this disclosure allow for interactions to be handled byhighest priority level, such as by a rule illustrated at block 515 ofFIG. 23A. These kinds of rules can be generated by drop down menusdescribed above, or they may be created on the fly according to theabove noted context data and meta data for a call. In one non-limitingexample, if different interactions have the same priority, the one thathas been in the queue the longest will be assigned first. Agents need tobe in the “available” status to be able to receive interactions. Ifmultiple agents match the condition, then the “most idle” agent(s)is/are chosen. Without limiting the scope of the embodiments, idle timehere is defined by the time spent between the last interaction that washandled by that agent and the time of the assignment request. An agentthat has been idle the longest will be chosen first.

For now, as shown in the routes of the displayed results illustrated inFIG. 16, one can complete support line configuration and the sales lineconfiguration by defining what to do when there was at least onesuccessful dial attempt but no agent answered the call, and when therewas a match but all agents were busy and the configured timeout wasreached. In this situation, a programmer can determine pre-defined exits1608 from certain components 1600 based on the following example steps(which are not shown in the FIG. 16):

-   -   Select the Exits tab (not shown).    -   Expand the Send to drop-down menu for the “No Answer” section        (with reference to element 2030 of FIG. 20) and select Add new        step (not shown).    -   From the Component drop-down menu (not shown), select the option        corresponding to Voicemail 1600.    -   Type in a name for this exit step: “Voicemail” (not shown).    -   Hit Add Step (not shown).    -   Scroll down to the “Maximum waiting time reached” section (with        reference to element 2040 of FIG. 20) (not shown).    -   Expand the Send to drop-down menu and select Voicemail.

Scroll down to the “No match found” section (not shown).

-   -   Expand the Send to drop-down menu and select Voicemail (not        shown).    -   Save changes.

If a user wants to give callers one or several ways out of the waitingqueue:

-   -   Scroll down to the “Alternative Exits” section 2060 of FIG. 20.    -   In “Keypress Exits”, select 1.    -   We will have option 1 sending the call back to the Standard IVR        so we'll name our Exit: “1 to return to Standard IVR.”    -   Hit Send to and select My new IVR (the name we gave to our        Standard IVR component).    -   Save the flow as set forth in FIG. 21.        The Support queue component is now configured. Other kinds of        queues, such as a Sales queue component of FIG. 22, one must        adjust choices 2250 accordingly.

When all components are configured, a user may initiate other featuresthat are equally subject to the graphical programming choices such as anadded Voicemail component 1600. In this component the system isconfigured to make users able to assign to specific agents or ringgroups voicemail messages left by customers.

-   -   Hit the Voicemail component and select its Preferences tab.    -   Click the Ring Groups button.    -   Make sure the List of Ring Groups in your Talkdesk account        option is selected and click the drop-down list.    -   Tick the box to select all ring groups or select the individual        ring groups to which the voicemail will be assigned to.    -   Go to the “Record duration” section and type in the maximum        amount of time in seconds that each voicemail message will last.    -   Save changes.

One notable characteristic of this disclosure is the ability to programportions of a call center's data operations in discrete modules. Asshown in FIG. 18, once a sales queue 1810 call flow route has beenprogrammed with its respective component 1815, a different component canbe programmed for a support queue and its component 1817. These modulesmay be configured to interact across flow routes or have distinctprocess for handling incoming call data as shown in FIGS. 18 and 19. Inthis way, when a caller inputs a selection such as “1” or “2” as a callinput 1910, 1920, the components may have respective “assignment” and“dial” protocols as shown.

Embodiments of this disclosure allow for the graphical programming callrouter to refer to outside resources according to attributes set up on acomputerized program according to FIG. 23A and FIG. 23B, including otherdatabases, servers, cloud-based data storage and the like to retrieveinformation about incoming data and anticipate how to best handle thesame.

Using data dips and working with variables is shown, for example in FIG.12 as variable drop down items 1210. This disclosure refers to a “datadip” as a non-limiting term by which the systems of this disclosureaccess information across other networks and other storage devices thatare external to the call center software.

As shown in numerous figures, the drop-down menus of this disclosureinclude protocols for establishing variables. Variables are programmingvalues that can change according to either conditional statement programflows or by access to real time dynamic data stored in external sources(cloud servers, external databases and the like). The process ofprogramming variables is a powerful tool of this disclosure by allowingincoming communication data to be processed to collect data points anduse them to make routing decisions. The data points can include theabove noted context data and meta data. Some components, such as 2100 inFIG. 21, can expose data points that can be used to initialize or updatecertain flow variables 2130. For example, an inbound voice componentexposes the data points such as but not limited to contact details,source and dialed phone numbers, and the Standard IVR component collectsthe keys pressed by the caller and populates the “selection” variable.

Here are some examples for using variables:

-   -   Use a variable in a Play Audio component to play a personalized        greeting message for a caller. For example, one can configure        the waiting music that a customer listens to when they call, so        that the caller experience can be consistent in brand management        or take advantage of the time customers are waiting to promote        goods or services.    -   Use the result of a data dip in in an external resource such as        Salesforce to route VIP customers to an assignment component        with a higher priority.    -   You can also configure a set of actions to be triggered during a        flow execution according to time rules, or any other conditions,        to automate communications to be sent to customers during or        after a call.        Variables can be initialized from the initial step as shown in        FIG. 31 or via a data dip in your CRM system.

Organizations that utilize call centers and other kinds of complexautomated structures often have information storage facilities that aremanaged off site or even by third party data processing vendors (e.g.,cloud based data storage offered by vendors such as but not limited toSalesForce). These organizations may use the embodiments herein tomanage incoming communications data with the embodiments of thisdisclosure to create a simple flow to ask users to enter a case numberto route sales-related calls directly to their third party vendor, suchas a Salesforce case owner. The third party vendor may return usefuldata that would not necessarily be readily accessible on site at theuser's location. This is shown in FIGS. 32 and 34 at component blocks3200, 3300, 3400, 3410, 3430.

To use data dips with the graphical programming functions describedherein, the user would need to add a variable to the “source_phone” datapoint and follow these non-limiting, exemplary steps:

-   -   Select the start_step component 1700, 1800, 1900.    -   Under the Preferences tab, click on the drop-down next to        “source_phone”.    -   Hit Add New Variable.    -   Type in a name for the variable* (the example here is named        “contact_phone”).    -   Click on Add variable 2130.    -   Click the Sales queue component and select its Exits tab.    -   Expand the Send to drop-down menu for the No answer component        and select Add new step.    -   Select Input IVR from the Component drop-down menu.

Certain flow components may be programmed to accept individualizedidentifying information for call data, and a component may be programmedfor a caller to enter such identifying information through voice ortyped in data as shown in FIG. 22 at 2250. Typed data may be allowed ina particular format by programming a certain route 2600 with a protocolfor key inputs, e.g., timing out if the keying party takes too long tocomplete the input as shown at the key input dropdown 2610. The keyedinput may be subject to text to speech translation at 2700 of FIG. 27.

-   -   Type in a name for this exit step: e.g., “Ask for case number”.    -   Press Add Step.    -   Scroll down to the “Maximum waiting time reached” section in the        Sales queue component.    -   Expand the Send to drop-down menu and select Ask for case        number.    -   Scroll down to the “No match found” section.    -   Expand the Send to dropdown menu and select Voicemail.    -   Save your changes.

Additional steps may include:

-   -   Click the newly created Ask for case number component and select        its Preferences tab.    -   Make sure Text to speech is selected and on the Language of        audio output dropdown menu, select the language to be used for        the new greeting (we've selected “English, UK” for our example).    -   On the Text to speech box, type in the message you want your        customers to hear when they reach this Sales IVR option (we've        used: “If you know your case number please enter it now, then        press pound”).    -   Scroll down to “Keypress inputs” and select the Maximum number        of digits that compose the case numbers (we've used “8” for our        example).    -   Select the Ending keypress users should use after typing in the        case number (we'll be using the “#” key).    -   Scroll down to “Variables”. Expand the digits drop-down menu and        select Add new variable.    -   Type in a name for the new variable (we've named ours “case_1”)        and hit the Add variable button.    -   Save changes.    -   Now select the Exits tab for the Ask for case number component.    -   Expand the Send to drop-down menu for the “Ok” section and        select Add new step.    -   Select Salesforce data dip from the Component drop-down menu.        Type in a name for this exit step: e.g., “Get case owner”.    -   In the “Timeout” section, specify how many seconds the system        will wait for the caller's input before directing the call to a        different component (or the same if applicable).    -   Save changes.    -   Click the newly created Get case owner component and select its        Preferences tab.    -   In the Query field type in or paste your Salesforce Object Query        Language (SOQL) query. You can search Salesforce for specific        information using SOQL. A query to case object must be done with        case under quotation marks eg.: SELECT Id, Owner.Email,        CreatedDate FROM “Case” Where . . . .    -   Hit the Retrieve Data button.    -   Three variables will be displayed: “Id”, “Owner.Email”, and        “CreatedDate”. For example, “Owner.Email” is a field in        Salesforce that refers to the email of the agent who owns the        contact, so we will be using it to route the call to said agent.        Expand the drop-down menu for the Owner.Email string.    -   Select Add new variable and type in a name for the new variable        (we've named ours “case_owner”).*    -   Hit the Add variable button and Save your changes.    -   Now select the Exits tab.    -   Expand the Send to drop-down menu for the “Ok” section and        select Add new step.    -   Select Assignment and Dial from the Component drop-down menu.    -   Type in a name for this exit step: e.g., “Route to case owner”.    -   Hit Add Step.    -   Fill out the “No result” and “Error” sections. This is        particularly useful in case the number that is calling your        company does not exist in your Salesforce account.    -   Save your changes.    -   Now select the Exits tab.    -   Expand the Send to drop-down menu for the “Ok” section and        select Add new step.    -   Select Assignment and Dial from the Component drop-down menu.    -   Type in a name for this exit step: e.g., “Route to case owner”.    -   Hit Add Step.    -   Fill out the “No result” and “Error” sections. This is        particularly useful in case the number that is calling your        company does not exist in your Salesforce account.    -   Save your changes.

In another non-limiting embodiment one may select and configure whichattributes will be used for matching a call with an agent.

-   -   Click the newly created Route to case owner component [40] and        select its Preferences tab.    -   Under “Select assignment type” make sure Agents is selected.    -   Click the Variables in the flow context option and expand its        drop-down list.    -   Tick the boxes next to the variable(s) you want to use for        matching the call with an agent: in this case, the case_owner.    -   Fill out the remaining sections in the Route to case owner        component (the Variables section is the only one that is not        mandatory), including the ones on the Exits tab.    -   Save changes.

Some data points collected in the flow context can also be shared withthe interaction context and be displayed in the agent's call bar.

To enable this, simply follow these three extra steps:

-   -   Click the “Manage Context” option { } on the left [45].    -   Tick the boxes next to the string values to be displayed on the        agent's Callbar [46].    -   Save your changes.

The system is configured for users to enter Preferences for variousfeatures, such as but not limited to assignments for Agents to Ring inresponse to incoming communications data. In this component, you canconfigure the maximum number of agents that will be calledsimultaneously.

Status of Agents

-   -   Only Available: If all agents are “Away” or “Offline” at the        moment, the call will immediately go through the “No Match”        exit.        If all agents are “Busy”, the system will wait the Maximum        Waiting Time for any agent to become “Available” instead of        going through the “No Match” exit.        If any agent is “Available” but rejects or doesn't answer the        call, the call goes through the “No answer” exit.    -   Consider Any Status: When there are no “Available” agents, the        component will wait the Maximum Waiting Time for any agent to        become “Available” (including the ones “Away” or “Offline”)        instead of exiting through a “No Match”.        If any agent is “Available” but rejects or doesn't answer the        call, the call goes through the “No answer” exit.

Assignment Strategy

-   -   Number of Agents: Type in the maximum number of agents that will        be called simultaneously.    -   Exhaust: The system will simultaneously ring the number of        agents defined in the “Number of Agents” field. It will only        ring that batch of agents once. If no agent takes the call, the        system will ring a different batch of agents (only once as        well). It will continue to do this until there are no more        available agents left or when the timeout 2610 has been reached.    -   Single Attempt: The system will simultaneously ring the number        of agents defined in the “Number of Agents” field. It will only        ring that batch of agents once.

Conditional Statement

With the Conditional Statement component a user can direct a call to oneof several exits. Each exit has its own condition(s). The exits areevaluated in order so the call is directed to the first one whoseconditions are met. If no condition is met, the “No Match” exit istaken.

Input IVR

The Input IVR component allows a caller to input data via the dial pad.This can be useful if new data is needed to make better routingdecisions or to provide a better service.

Text to Speech 2700

This component allows a user to type in a message that will be convertedto audio and played to your customers. It is available in sevenlanguages at least:

-   -   English (UK or United States)    -   German (Germany)    -   Spanish (Spain)    -   French (France)    -   Italian (Italy)    -   Portuguese (Portugal or Brazil)    -   Russian (Russia)

Time-Based Rules 2800

Define the time-based rules 2820 to allow routing according to timeranges or to any day(s) of the week.

Traffic Splitter 2900

This component enables a user to split incoming calls into routes ofyour choice by weight ratios 2920.

Assigning a Call to the Case Owner

The graphically programmed call router makes it easy for a user tocollect data from third party vendors, cloud based resources, on siteand off site servers, and other information repositories and useretrieved data to assign a call to an appropriate agent. A simple way todo this is by first requesting the caller to input their Case ID on thedial pad. Then, through a Data Dip in into a third party vendor's dataresources via a network, (e.g., Salesforce) the user will find out whichagent owns the case. Lastly, the agent will use the Assignment and Dial(A&D) component to assign the call to that agent.

Please follow these instructions to learn in detail how to assign a callusing a data dip for a call flow such as the flow 3000:

-   -   1. Add the Standard IVR component to your flow.    -   2. Open the Standard IVR component, and on the Preferences tab,        choose Text to speech as the message type.    -   3. Select the language you will write your message in.    -   4. In the “Text to speech” field 3010, type in the message that        will be played when the flow reaches the Standard IVR component.        -   Example: “Welcome. Please press 1 if you have a case number.            Press 2 if you don't have a case number.”

Assigning a Call to the Same Agent 3300

If a user has a third party vendor information resources, such as butnot limited to Salesforce integrated with a graphically programmed callrouter of this disclosure, a user can easily assign an incoming call toan agent who has previously dealt with the same caller. One of thesimplest ways to do this is by matching the phone number the caller isusing with the phone number associated with a case in databaseresources. The caller will then be connected to the agent who owns thecase. If there isn't a match, the call can be directed to a generalsupport line, for example.

Please follow these instructions to route a call to the owner of a casein Salesforce based on the phone number of a caller:

-   -   1. Open the Inbound Voice component and select the Preferences        tab. The Preferences table may be pre-programmed to accept the        kind of data entry at hand or may also be used to initialize        other variables such as calendar and time of day answering rules        as shown in the Preferences screen 2400 of FIG. 24.    -   2. Click on the drop-down next to “source_phone” and then on Add        new variable.    -   3. Give a name to the variable. It will store the phone number        that called your contact center. We've named it “contact_phone”.    -   4. Select the Exits tab and add the Salesforce data dip        component.    -   5. Open the Salesforce data dip component and paste the        following query:    -   6. Click on Retrieve Data.    -   7. Click on the Owner_Email drop-down and add a new variable        with the name “case_number”. This variable will store data if        there is a match between the phone number used to call the        contact center and the phone number associated with a case in        Salesforce.    -   8. Open the Exits tab and add the Conditional Statement        component under the “Ok” section.    -   9. Under “No Result” and “Error” add the Assignment and Dial        (A&D) component and name it “Route to General”.    -   10. Open the Conditional Statement component, and select the        Exits tab.    -   11. Use the drop-downs in the first “Exit” to create the        following condition:    -   12. Under “Send to” add a new Assignment and Dial (A&D)        component and name it “Route to Owner”.    -   13. Under “No Match”, direct the call to “Route to General” (A&D        component).    -   14. Open the A&D component named “Route to Owner”.    -   15. Select Agents as the assignment type.    -   16. Under “Select how to find agents”, choose Variables in the        flow context and select case_owner from the list.    -   17. Complete the configuration of this and the remaining        components.    -   18. Save your flow.    -   19. From now on, if the phone number calling your contact center        exists in a Salesforce case, the call will be routed to the        agent who owns the case. If it doesn't exist, the call will be        directed to a general support line.

Chained Routing

With the graphically programmed call router of this disclosure,assigning incoming calls to agents/ring groups is as easy as adding andconfiguring the Assignment and Dial (A&D) component. If a call isn'tanswered, a user can direct it to different agents/ring groups by addinganother A&D component. For example, if a tier-1 support team is unableto answer a call, a user can direct it to a tier-2 support team.Please follow these instructions to create two or more layers of callassignment:

-   -   1. Add the Assignment and Dial (A&D) component to your flow and        name it “Support Queue 1”.    -   2. Open the A&D component, and select the Preferences tab.    -   3. Choose Ring Groups as the assignment type and select the        appropriate ring group from the drop-down. In our example, we've        chosen our “Tier 1 Support” ring group.    -   4. Fill out the remaining fields of the Preferences tab.    -   5. Select the Exits tab.    -   6. Add a new A&D component under the “No answer”, “Maximum        waiting time reached”, and “No match found” sections. Every time        the “Tier 1 Support” ring group is unable to answer a call, it        will be directed to this new component.    -   7. Name the component “Support Queue 2” 3500.    -   8. Open “Support Queue 2”, and select the Preferences tab.    -   9. Choose Ring Groups as the assignment type and select your        corresponding “Tier 2 Support” ring group.    -   10. Fill out the remaining fields of the Preferences tab.    -   11. Select the Exits tab.    -   12. Add the appropriate components in case your “Tier 2 Support”        is unable to answer the call. In our example, we will route the        call to the Play Audio component in all three sections. This way        we apologize to the caller for not being able to answer the call        and tell them they can leave a voicemail.    -   13. Open the Play Audio component and type or paste your        message. Example: “All of our agents are currently assisting        other callers. Please call again later or leave a message after        the beep.”    -   14. Select the Exits tab and add the Voicemail component.    -   15. Complete the configuration of the Voicemail component or any        other incomplete component you may have.    -   16. Save your flow.        From now on, if a “Tier 1 Support” ring group does not answer a        call, it will be routed to the “Tier 2 Support” ring group. And        if they are unable to answer the call as well, it will be        directed to Voicemail.

Prioritizing Low CSATs

If an organization uses Salesforce and wants to prioritize incomingcalls according to the Customer Satisfaction Score (CSAT) 3700 of acaller in Talkdesk, a programmer can do that through the use ofVariables. For example, if a customer has a CSAT lower than 5, you canprioritize their call and/or assign it to more experienced agents.Please follow these instructions to prioritize calls according to theCSAT of a caller:

-   -   1. Open the Inbound Voice component and select the Preferences        tab.    -   2. Click on the drop-down next to “source_phone” and then on Add        new variable.    -   3. Give a name to the variable. It will store the phone number        that called your contact center. It will be used to check if in        Salesforce the number is associated with a specific CSAT.    -   4. Select the Exits tab and add the Salesforce data dip        component.    -   5. Open the Salesforce data dip component and paste the        following query:    -   6. Click on Retrieve Data.    -   7. Click on the CSAT_SCORE__c drop-down, and add a new variable        with the name “csat_score”. This variable will store data if        there is a match between the CSAT and the phone number.    -   8. Open the Exits tab and add the same Conditional Statement        component to all three Exits.    -   9. Open the Conditional Statement component, and select the        Exits tab.    -   10. Use the drop-downs in the first “Exit” to create the        following condition:    -   11. Name the Exit “High Priority” and under “Send to” add an        Assignment and Dial (A&D) component. We've named it “Premium        Line” 3800 because we want to prioritize calls from customers        with low CSATs.    -   12. Under “No Match”, add a new A&D component. We've named it        “Regular Line” 3810.    -   13. Open “Premium Line” (A&D component) and select the        Preferences tab.    -   14. Scroll down to the “Priority” section, and choose “List of        Priorities”.    -   15. Since we want to prioritize these calls, select “1” for top        priority.    -   16. Fill out all the remaining fields in both tabs.    -   17. Open “Regular Line”, scroll down to the “Priority” section,        and choose “List of Priorities”.    -   18. In the “Priority” section, select any number except 1 so        that this A&D does not have the same priority has the A&D for        callers with a low CSAT.    -   19. Fill out all the remaining fields in both tabs and remember        to save your flow when you are finished.        From now on, if calls coming through the two A&D components you        configured end up in the same queue (directed to the same agents        or ring groups), the “Premium Line” calls will be handled first.

FIGS. 39-40 illustrate Routing with the EWT Component

The graphically programmed call router enables a user to route a callbased on the calculation of the Estimated Waiting Time (EWT) component.This is particularly useful if callers have to wait a long time beforebeing connected to an agent of a particular ring group. For instance, ifthe EWT is more than 15 minutes, a user can send callers directly toVoicemail or to Callback. Please follow these instructions to use theEWT component to route a call:

-   -   1. Add the EWT component to your flow.    -   2. Open the EWT component, and select the Preferences tab.    -   3. Select the ring group for which the estimate will be given.    -   4. Add and name the variable that will store the calculated EWT.        We've named ours “ewt_1”.    -   5. Select the Exits tab.    -   6. Click on the drop-down under “Successful exit” and select Add        new step.    -   7. Select the Conditional Statement component and give it a        name.    -   8. Under “Indeterminate exit”, choose where to direct the call        in cases where the EWT cannot be calculated. We've selected the        Assignment and Dial (A&D) component.    -   9. Open the Conditional Statement component, and select the        Exits tab.    -   10. Under “Custom Exits”, select “ewt_1” in the first drop-down,        next select “Greater or Equal to”, and in the last drop-down        click on Add custom value and insert the time in seconds. We've        inserted “900” seconds (equal to 15 minutes).    -   11. Name the Exit.    -   12. Click on Send to and choose where to direct the call if the        EWT is 900 seconds or more. We've selected the Callback        component.    -   13. Under “No Match”, select where to direct the call in cases        where the calculated EWT is not covered by the condition(s) you        have set. In our example, this exit will be taken if the EWT is        less than 15 minutes, so we are routing the call directly to the        “Support queue” (A&D).    -   14. Lastly, complete the configuration of the Callback and A&D        components that you have created.        -   In the A&D case, you must use the same ring group that you            used in the EWT component (step 3), otherwise, the EWT could            be significantly different from the time the caller will            effectively wait to be connected to an agent.

Updates to the graphical programming also include extensive reportingfeatures as shown in FIG. 45, allowing for users and programmers to savereports 4500 and share with other users immediately by email or savingto a common server location. The reports include numerous analytics4600.

The visual programming for call routing is amenable to numerous kinds ofaccess across all computer types as shown in FIGS. 47 and 48.

The visual call routing mapping of this disclosure includes programmingroutes with drop down selections for flow component operation with routelink identifiers visible thereon.

In other embodiments, Pan and Zoom features are available to analyze avisible call flow route with point and click operation to check anindividual component.

This disclosure enables all kinds of web based call management in whichthe flow-based routing operational layer is independent of othertelecommunications channels and IP addresses connected to the system.Instead of routing calls into a browser, certain embodiments keep thecall bar active across all channels of incoming calls. The call bartherefore is active on an individual agent's hard drive or designatedsection of a cloud server, and the call bar can remain in place nomatter what other tabs have numerous telecommunications activitiesthereon. In other words, this disclosure encompasses the ability toleave a call bar in place on an agent's screen regardless of otherwebsite operations on different channels.

Context data of incoming calls may be programmed in multiple componentswith data dips to outside information databases, and context isaccessible via the call bar which can remain present on agent's screenregardless of other web operations in place on that screen. Multipledevice modes still accommodate visible call bar at all times, and thecontext can include any object information about the caller, includingname, geographic location, telephone number, mapping functions and thelike.

The embodiments herein are described as managing context collection withvariable definitions in call flow components. Intelligent routing ofcalls to particular agents or groups of agents may be accomplished bydata dips based on content of flow component data and variablecompletion. Right now, each variable component is allowed only one datadip, but the variable can collect multiple fields from that record. Thesystem currently requires different data dip for each record searched inan out-of-system database, but there will be developments in thatregard.

The drop down menus are tied directly to the visibly present routesbetween routing components, and pre-programmed call assignmentstrategies can be viewed in each component. The pre-programmed callassignment strategies may make use of conditional statements in flowcomponents to define which exit and the next step in a route.

The embodiments herein take advantage of traffic splitting to preferredbalance of calls directed to different centers. Traffic splitting basedon geographic location of call origin, based on call header data or areacode can be combined with or vary the above noted weight ratios thatdetermine which calls go to certain agents or groups of agents. Trafficsplitting with weighting allows an administrator to study the reports ofFIG. 45 to gauge most efficient call flow routes. For example, trackinga case history for an incoming call by telephone number or otheridentifying telecommunication data can server as a data point to addresshow to handle a certain call. Call prioritization with data dips andalert functions can also be available for agents to identify VIP calls.Call prioritization with in-house CSAT scores entered by agents alsoallows they system to make intelligent routing choices.

The system described herein is further characterized in part by the useof flow variables that can be defined within components to allowincoming caller to enter information across multiple channels—“omnichannel data collection.” This kind of multi-channel call flow routingand tracking allows for additional options such as intelligent reconnectfor a dropped call so that customer who calls right back gets the sameagent.

In one commercial embodiment of the system, tentatively known by exampleas a data explorer reporting system, can provide administrative reportsacross multiple channels of information collection. The report and dataexplorer is a customizable landing page for each user to see reportingfunctions of interest. This data explorer may include enhanced filteringcapabilities for more granular data on each call. For example, there maybe enhanced visual identification of efficiency and routing performancewith multiple data types displayed directly on the screen of the visualprogramming call flow routes. The data explorer provides click and emailreport templates to users with access.

The data gathering and reporting system enables certain features such asan agent scoring module that is automatically scoring agents based onobjective data gathered by the system, such as wait times, successfulcall completions, number of rings to answer, and the like. The agentscore allows for ranking of agents according to context data stored forcalls so that matching context to the best agents is possible.

The system may also be programmed to take advantage of data collectionafter a call has been completed, such as by compiling net promoterscores that allow callers to grade the agents and the customerexperience on factors that set forth the call experience. This kind ofnet promoter scores for the call experiences may be gathered by channelsother than the original channel a customer used to contact a datacenter. This kind of cross-channel data collection allows for moreintensive studies of caller sentiment over the course of a call. The netpromoter score can be based on objective data collected during a call,such as wait time, hold time and perceived sentiment from artificialintelligence that listen to an ongoing call. Accordingly, artificiallyintelligent bot operations may listen in on a call and develop asentiment journey score by the words used and the volume or tone of acaller's input. Tracking a sentiment across a call can also give insightinto areas in which agents were weak in maintaining a positive userexperience.

A user's experience may be polled after a call or even during a calleither on the same channel as originally used or via a simultaneouslyaccessed parallel channel. For example, a caller may use voice data toenter a call center over a telecommunications data line, but while thecall is proceeding, a user may be willing to also communicate via otherchannels such as simultaneous chatting or texting to give feedback onthe sentiment journey for a particular call. A system according to thisdisclosure may ask a customer, during a call experience, or after thecall is complete, to provide weights to which parts of the call are orwere the most important and to rate the agent on those weightedcriteria. The customer journey score and sentiment journey score can beweighted according to linear and nonlinear weighting functions acrossmultiple criteria. This kind of weighting can give appropriateconsideration to objective features of a call (time of day, length, waittimes, and topic categories) but also correlate these weights to salesand success for better reporting.

Certain comprehensive software techniques are implemented to make thesystem more efficient behind the scenes. For example, improvedperformance in voice to text and text to voice can be implemented byenhanced use of punctuation (i.e., a comma after text conversion allowsfor slight pause in spoken version of numbers entered). Enhanced flowconfiguration can be available by making the exit name of a componentconsumable by another flow component as a variable function. Enhancedvisual representation of flow links and routes may be implemented inways such as showing telephone number on top level graphic for thedestination phone number. Enhanced customer experience by seamless holdmusic over transfers (the music or advertisement loop starts where lastleft off if call is transferred to another hold situation). The callflow features of this disclosure are also adaptable for routing allkinds of omni-channel data from all channels (voice, text, keyboard,audio, video, etc.) and the system will adapt all of the visual flowrouting features to omni-channel data, even for “social medialistening.” The omni-channel options may even allow for switching ofchannels within a single call for the best customer experience.

The software embodiments described herein are appropriate for providingin functional sets that may be mixed and matched for the nature andcomplexity of the call center at hand. In fact, for very simpleinstallations, the basics of the call center may be provided in atransportable and downloadable call center phone application that can beresident on a mobile device like any other “app.” The user merelybrowses, clicks, installs, and uses. This app could be integrated withother software packages on each mobile device in an network at theoption of the user.

Other installations may choose more of the blocks of software but notthe “whole package” that may be available in a cloud based call centeroperation. Subsets of the functions available in this disclosure may beavailable in a web based environment because all of the functionsdescribed herein are separable so that they can be mixed and matched asnecessary. In fact, a basic web based call center may be available forset up in five minutes or less because a user can select the modularfunctions shown in this disclosure as having independently availabledrop down sets, pick the number of phones or channels that should answerincoming data connections, and then simply select plug ins that willwork on a browser and are available from a cloud based storage server.

The disclosure of these embodiments can be described as an intelligentcall flow routing manager. In an intelligent call routing environment,the system can show an administrator (whether human or computerizedartificial intelligence) and determine the usage rate of certain flowroutes to and from various components. Alerts can be set up so that ifcertain criteria exceed a threshold, then a re-routing operation goesinto effect, such as a re-routing by a back up flow route that has beenpreviously planned. The back up flow route can also be triggered tooperate simultaneously with the main flow package during peak times. Inthis way, over time, the system can learn where likely choke points arein a flow route. By coordinating flow weights along a route, volumeacross a route, choke points, and the like along with customer sentimentalong a sentiment journey score, the most effective call routing can beimplemented.

This disclosure has one non-limiting goal of building effective networksof call flow routes, data networks, and human agent interaction withcustomers, along with artificially intelligent assistants that alsointeract with the customers. The system may be either language based sothat certain language inputs lead to actions and flows, or the systemmay be language agnostic in that a language processor can translateoptions and inputs from one language to another. A poly-linguisticportion of a flow may translate the incoming data to its mostefficiently used form—foreign and domestic spoken languages for flows tohumans and digital numeric languages for flows to other computers. Inthis way, incoming and outgoing data flows in a customer call center maybe equally conversant with human agents, chat bots, IVRs, CRM data dips,and the like.

The invention claimed is:
 1. A method for operation of a graphicallyinteractive voice response (IVR) system for processing customercommunications, the method comprising: presenting, on a computerizeddisplay for call routing, a graphical representation that allows a userto see a call flow route and a series of drop-down menus indicatingoptions for transmitting incoming call data within an organizationcorresponding to the call flow route, said options including a customerexperience module for changing a plurality of customer experienceoptions; and adding, to the computerized display, a graphical indicationof an option selected by the user from the series of drop down menus andrepresenting on the graphical representation a change to the call flowroute based on the options from the series of drop-down menus selectedby the user, wherein the customer experience module provides the userwith at least one option for social media listening.
 2. The method ofclaim 1 wherein the plurality of customer experience options includes anoption for providing seamless hold music over transfers.
 3. The methodof claim 1 wherein the plurality of customer experience options includesan option for providing seamless hold advertising over transfers.
 4. Themethod of claim 1 wherein the customer experience module provides theuser with a plurality of options for routing omni-channel data.
 5. Themethod of claim 1 wherein the customer experience module provides theuser with a plurality of options for adapting visual flow routingfeatures to omni-channel data.
 6. The method of claim 1 wherein customerexperience module provides the user with at least one option forswitching channels during a call.
 7. A graphically interactive voiceresponse (IVR) system for processing customer communications, saidsystem comprising a memory, a call management subsystem, and a processorfor: presenting, on a computerized display for call routing, a graphicalrepresentation that allows a user to see a call flow route and a seriesof drop-down menus indicating options for transmitting incoming calldata within an organization corresponding to the call flow route, saidoptions including a customer experience module for changing a pluralityof customer experience options; and adding, to the computerized display,a graphical indication of an option selected by the user from the seriesof drop down menus and representing on the graphical representation achange to the call flow route based on the options from the series ofdrop-down menus selected by the user, wherein the customer experiencemodule provides the user with at least one option for social medialistening.
 8. The system of claim 1 wherein the plurality of customerexperience options includes an option for providing seamless hold musicover transfers.
 9. The system of claim 1 wherein the plurality ofcustomer experience options includes an option for providing seamlesshold advertising over transfers.
 10. The system of claim 1 wherein thecustomer experience module provides the user with a plurality of optionsfor routing omni-channel data.
 11. The system of claim 1 wherein thecustomer experience module provides the user with a plurality of optionsfor adapting visual flow routing features to omni-channel data.
 12. Thesystem of claim 1 wherein customer experience module provides the userwith at least one option for switching channels during a call.
 13. Anon-transitory computer-readable medium comprising computer-readableinstructions for a graphically interactive voice response (IVR) systemcapable of processing customer communications that, when executed by aprocessor, cause the processor to: present, on a computerized displayfor call routing, a graphical representation that allows a user to see acall flow route and a series of drop-down menus indicating options fortransmitting incoming call data within an organization corresponding tothe call flow route, said options including a customer experience modulefor changing a plurality of customer experience options; and add, to thecomputerized display, a graphical indication of an option selected bythe user from the series of drop down menus and representing on thegraphical representation a change to the call flow route based on theoptions from the series of drop-down menus selected by the user, whereinthe customer experience module provides the user with at least oneoption for social media listening.
 14. The computer-readable medium ofclaim 13 further comprising instructions whereby the plurality ofcustomer experience options includes an option for providing seamlesshold music over transfers.
 15. The computer-readable medium of claim 13further comprising instructions whereby the plurality of customerexperience options includes an option for providing seamless holdadvertising over transfers.
 16. The computer-readable medium of claim 13further comprising instructions whereby the customer experience moduleprovides the user with a plurality of options for routing omni-channeldata.
 17. The computer-readable medium of claim 13 further comprisinginstructions whereby the customer experience module provides the userwith a plurality of options for adapting visual flow routing features toomni-channel data.
 18. The computer-readable medium of claim 13 furthercomprising instructions whereby customer experience module provides theuser with at least one option for switching channels during a call.